Customer Experience

What's involved in creating a connected commercial lending experience? What pieces need to be put together and what happens when those connections are made? Find out in this FAQ.

What can community banks learn from the demise of the National Bank of Delaware County? What mistakes should they avoid? What are the areas where they can continue to compete and win?

We share stories of onboarding experiences gone awry and discuss the lessons banks can learn from them. We also share tips on ways banks can get it right, right from the start.

NBKC is a community bank that is not only surviving, it's thriving - growing its lending business into new markets. What are some of the lessons other bank's can take from NBKC's success?

What separates the best commercial relationship managers from the rest? A look at how top RMs deliver tangible value, act as trusted advisors, and find ways to outmaneuver the competition.

Why is it that top commercial relationship managers win deal even when they're not offering the lowest rate? Learn the tactics that separate the best RMs from the rest.

Why are the toughest competitors for a commercial deal sometimes working at the same bank? And how can you align your commercial bankers so they're working toward the same goals with each customer?

Why is the financial services industry the least trusted, according to the Edelman Trust Barometer? Katharine Briggs discusses possible reasons and how banks can earn back the trust they deserve.

Commercial banks may talk about being relationship-based in their sales, but are they set up to execute that strategy? And is relationship-based banking a high enough priority?

Relationship banking is a concept that's very important to commercial banks, but are they actually delivering the type of personalization and customer experience their clients expect?

Jim and Dallas discuss the changes we're seeing in relationship banking and what you can do to better serve your customers.

Jim Marous, co-publisher of The Financial Brand, shares some of the major changes coming to the banking industry and how banks can focus on customers during this time.

Learn why commercial banking executives see customer experience as the largest opportunity for growth.

There’s a lot we can learn from other industries when it comes to Customer Experience. Making processes more efficient and cutting down wait times are only the beginning. In this podcast, Maria...

Moving a customer from a rate shopper to a value shopper can be a difficult feat. Here's what we've seen the best relationship managers do to provide their customers the most value possible. The...

Customer loyalty is at the core of a bank’s success. When you show that you care about your customer’s needs, they are more willing to pay fees, forgive mistakes, and refer new business. This...